Cannot Subscribe - Digital River problem - Downloaded from the Wizards Community, all coding removed by Solauren

Cannot Subscribe - Digital River problem

Post/Author/DateTime Post
#1
stevana
Apr 21, 2009 10:47:56 So the problem is this (as I've previously posted, several times)... Every time I try to subscribe I get the following error: "We are unable to process your order. Please verify your information and try again."

Tried everything I could think of, no joy, and nothing out of Digital River except the suggestion that I should use another payment method...

So today I decided to do a little research.

First, I'm not the only person on this forum with this problem. For example:
http://forums.gleemax.com/showthread.php?t=1107564
http://forums.gleemax.com/showthread.php?p=18318804

But more interesting, I started looking at other forums for products that Digital River 'supports'. And lo and behold, the problem is everywhere... Just a few examples:
http://forums.winamp.com/showthread.php?threadid=297177
http://www.telltalegames.com/forums/showthread.php?t=1238
http://www.strategyfirst.com/forum/showthread.php?p=343348
http://www.slitherine.com/forum/viewtopic.php?p=27120

etc. etc.

Clearly there is a problem with Digital River - and WotC you are losing potential subscribers (and their money) because of this problem!! The posts I've found across various forums have this problem going back at least as far as 2006. And it's clear that DR have been made aware of it - yet still it persists.

I no longer expect a resolution - if it's been going on for 3 years, then I'm not gonna wait for to end in the near future. But I just wanted to draw attention to it... Insider has had enough problems of its own to be also losing subscribers due to the poor subscription system of Digital River...
#2
Seelenquell
Apr 28, 2009 2:23:44 I had the exact same problem. After about 3-4 weeks they finally managed to get my subscription running with my otherwise perfectly working credit card.

Since then my subscription has expired.
I just now tried to get a new one an I encountered the same problem again.
This is not satisfiying.
#3
Echohawk
Apr 28, 2009 13:29:02 StevenA and Seelenquell, did you by any chance change the currency to something other than US$ when placing your orders?

I made the mistake of selecting my local currency when given that option at some point during the order process, and it took a couple of weeks of interactions with the support team before we eventually established that was the problem. When I changed the currency back to US$ my order went through immediately, no problem.
#4
Seelenquell
Apr 28, 2009 13:34:00 While my currency is not US$, I read that fix before and used US$. Unfortunately, it doesn't make a difference.
#5
krahsh
May 22, 2009 8:06:55 I have experienced the same issue on TWO different cards. I'm done with this.
Thankfully one of the players from the group I run was able to sign up and I'll be rewarding him in game and out (free xp and first dibs on the soda? :D )

But in all seriousness having THIS sort of issue with a company the size of WotC is just unacceptable from a customer's point of view.
#6
Kentinal
May 23, 2009 0:11:34 WotC is not what I would consider a big company, prehaps payroll of 400 to 500 (Not a Mom and Pop business either, however still in the US considered a small company).

As for sign up, I took a look at the signup page maybe two days ago. That is maintained (or at least owned by WotC) not DR. It required me to sign in or generate a new WotC account, I logged in.
I got the form. WotC purchase page indicated I did not need to provide one piece of information. However credit card billing information it might appears is required to match where you lived when you became a member of WotC. In my case there is no way I would have a match up with data I signed up with and where my credit cards are sent to.

I suspect that data sharing could be causing at least part of the problem. Other reported issues in dealing with DR does appear to include credit card used with another email that got into their data base. I can understand that concern, even though I have about 3 emails accounts now (used to have more).

It indeed would be good if WotC and/or DR would be able to provide information as to why there has been problems with some percentage of users using a valid credit card. All I can do is offer guesses.
#7
samdad
Dec 10, 2010 15:19:21 I've had a similar issue. I tried 3 different cards, paypal, created a new account, and nothing worked. I called the credit card company and my card never had a charge attempted.

Digital River's support is useless:
Please re-enter your information and try again.
Please retry the order.
Please try a different credit card.
Please try a payment method other than credit card.

They don't offer to try to enter the order for you so they can see the error. I got the impression their only solution is to retry until it works, or until you get so frustrated you give up.

I get better service from Taco Bell. At least admit the problem and throw in some cinnomon twists for your trouble.

WotC needs to get more in touch with what their "service provider" is doing to their customers.
At this point I'd rather build my character in Excel.

Post/Author/DateTime	Post
#1 stevana Apr 21, 2009 10:47:56	So the problem is this (as I've previously posted, several times)... Every time I try to subscribe I get the following error: "We are unable to process your order. Please verify your information and try again." Tried everything I could think of, no joy, and nothing out of Digital River except the suggestion that I should use another payment method... So today I decided to do a little research. First, I'm not the only person on this forum with this problem. For example: http://forums.gleemax.com/showthread.php?t=1107564 http://forums.gleemax.com/showthread.php?p=18318804 But more interesting, I started looking at other forums for products that Digital River 'supports'. And lo and behold, the problem is everywhere... Just a few examples: http://forums.winamp.com/showthread.php?threadid=297177 http://www.telltalegames.com/forums/showthread.php?t=1238 http://www.strategyfirst.com/forum/showthread.php?p=343348 http://www.slitherine.com/forum/viewtopic.php?p=27120 etc. etc. Clearly there is a problem with Digital River - and WotC you are losing potential subscribers (and their money) because of this problem!! The posts I've found across various forums have this problem going back at least as far as 2006. And it's clear that DR have been made aware of it - yet still it persists. I no longer expect a resolution - if it's been going on for 3 years, then I'm not gonna wait for to end in the near future. But I just wanted to draw attention to it... Insider has had enough problems of its own to be also losing subscribers due to the poor subscription system of Digital River...
#2 Seelenquell Apr 28, 2009 2:23:44	I had the exact same problem. After about 3-4 weeks they finally managed to get my subscription running with my otherwise perfectly working credit card. Since then my subscription has expired. I just now tried to get a new one an I encountered the same problem again. This is not satisfiying.
#3 Echohawk Apr 28, 2009 13:29:02	StevenA and Seelenquell, did you by any chance change the currency to something other than US$ when placing your orders? I made the mistake of selecting my local currency when given that option at some point during the order process, and it took a couple of weeks of interactions with the support team before we eventually established that was the problem. When I changed the currency back to US$ my order went through immediately, no problem.
#4 Seelenquell Apr 28, 2009 13:34:00	While my currency is not US$, I read that fix before and used US$. Unfortunately, it doesn't make a difference.
#5 krahsh May 22, 2009 8:06:55	I have experienced the same issue on TWO different cards. I'm done with this. Thankfully one of the players from the group I run was able to sign up and I'll be rewarding him in game and out (free xp and first dibs on the soda? :D ) But in all seriousness having THIS sort of issue with a company the size of WotC is just unacceptable from a customer's point of view.
#6 Kentinal May 23, 2009 0:11:34	WotC is not what I would consider a big company, prehaps payroll of 400 to 500 (Not a Mom and Pop business either, however still in the US considered a small company). As for sign up, I took a look at the signup page maybe two days ago. That is maintained (or at least owned by WotC) not DR. It required me to sign in or generate a new WotC account, I logged in. I got the form. WotC purchase page indicated I did not need to provide one piece of information. However credit card billing information it might appears is required to match where you lived when you became a member of WotC. In my case there is no way I would have a match up with data I signed up with and where my credit cards are sent to. I suspect that data sharing could be causing at least part of the problem. Other reported issues in dealing with DR does appear to include credit card used with another email that got into their data base. I can understand that concern, even though I have about 3 emails accounts now (used to have more). It indeed would be good if WotC and/or DR would be able to provide information as to why there has been problems with some percentage of users using a valid credit card. All I can do is offer guesses.
#7 samdad Dec 10, 2010 15:19:21	I've had a similar issue. I tried 3 different cards, paypal, created a new account, and nothing worked. I called the credit card company and my card never had a charge attempted. Digital River's support is useless: Please re-enter your information and try again. Please retry the order. Please try a different credit card. Please try a payment method other than credit card. They don't offer to try to enter the order for you so they can see the error. I got the impression their only solution is to retry until it works, or until you get so frustrated you give up. I get better service from Taco Bell. At least admit the problem and throw in some cinnomon twists for your trouble. WotC needs to get more in touch with what their "service provider" is doing to their customers. At this point I'd rather build my character in Excel.